Customer Success Representative
About The Position
The Customer Success Representative delivers timely, effective, and technically accurate customer assistance through tickets, email, and phone. The role helps customers with account setup, Dynamic DNS, and product configuration, and troubleshoots DNS, email, SSL, and network- or device-related issues. It also involves identifying customer pain points and sharing feedback with Product and Engineering, maintaining support articles and internal documentation, reviewing and improving AI-generated answers in Zendesk, and testing and evaluating technologies. The successful candidate is customer-first, patient, resourceful, calm under pressure, organized, and able to multitask in a fast-paced environment. They take ownership of issues and make technical concepts understandable to non-technical customers. The position is hybrid, with 2–3 days in the office at 425 Maestro Dr, Second Floor, Reno, NV 89511. The schedule is full-time, 40 hours per week, four 10-hour days, during standard business hours including weekends, with flexibility as needed. English proficiency is required; Spanish is preferred. The role reports to the Customer Success Manager.
Requirements
- 3–5 years of customer service experience, including phone and email support.
- Ability to clearly explain technical topics to non-technical users.
- Comfort working with technical concepts such as networking, DNS, and device configuration, including router setup, port forwarding, DNS record types, and SSL certificates.
- Ability to professionally de-escalate customer situations.
- Highly proficient written and verbal English.
Nice To Haves
- Spanish language skills.
- Experience with help desk software such as Zendesk, AI tools such as Claude and ChatGPT, and CRM software such as HubSpot.
Responsibilities
- Provide timely, effective, and technically accurate assistance through tickets, email, and phone.
- Assist customers with account setup, Dynamic DNS, and product configuration.
- Troubleshoot DNS, email, SSL, and network- or device-related issues.
- Identify customer pain points and share feedback with Product and Engineering.
- Maintain support articles and internal documentation.
- Help review and improve AI-generated answers in Zendesk.
- Test and evaluate technologies.
- Professionally de-escalate customer situations.
Benefits
- $20–$25 per hour.
- Annual bonus (8%) tied to company, department, and individual performance.
- 401(k) with matching.
- Health, dental, and vision coverage, 100% covered.
- 20 days of PTO plus a one-week paid holiday closure.
- 9 paid holidays.
- Professional development reimbursement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
